Privacy Notice Frequently Asked Questions

Last Updated: January 10, 2019

Cylance is committed to being transparent about how it collects, process and transfers personal data that has been entrusted to us. We provide the following FAQ to help you better understand how we collect and process your personal data.

General Data Practices


Products & Services


Cookies and Other Tracking Technologies

General Data Practices

What is personal data?

The definition of personal data varies by different laws and regulations established around the world. Generally, personal data means any information relating to an identified or identifiable natural person. It includes include your name, email address, telephone number, or mailing address, and other information that directly identifies who you are. It also includes information that may be used to uniquely identify you, or a device you use, such as a cookie, or unique identifier. Pursuant to some privacy regulations, the Internet Protocol (IP) address associated with a work computer may be considered personal data.

How do you collect personal data from me?

We collect personal data about you in two ways:

  • Direct: This includes information you provide to us when registering to receive information on our website, such as when you when you register to attend an event or a webinar
  • Automatic: This includes information that is collected automatically, such as when you browse our website or use our products and services

What types of personal data do you collect?

In general, we collect the following types of personal data.

  • When you browse our web sites we collect the following information from you automatically:
    • Information about the browser and device you use to access our website
    • The pages you visit, how you got to our site, and how long you stay on our website
    • Using cookies and other tracking technologies, we measure the effectiveness of our marketing campaigns or the email messages you subscribed to.
  • When you request information or register for a webinar we collect:
    • Your name, job title, company name, email address, country, phone number, and recent web activity

Data collected by Cylance’s software products and services are done on behalf the company or organization that has licensed our software. Details on the personal data collected are provided in a separate question.

What do you use the information for?

Cylance is committed to only collecting and using personal data for lawful purposes. We use your information to:

  • Service Delivery and Product Improvement
  • Marketing, Events and Promotions
  • Improve Internal Operations
  • Prevent Fraud, enable Security and Compliance

What legal bases do you rely on to process my personal data?

Cylance relies upon several legal bases to process personal data, including your revocable consent, performance of a contact that we’ve entered into with you or the company you work for, in compliance to legal obligations, protect the vital interest of an individual, performance of an activity in the public interest, as well as our own legitimate interests a company.

How we apply these legal bases to the purposes described in our privacy statement is as follows:

Purposes Consent Contract Leagl
Vital or
Service Delivery and Product Improvement
Enable the trial, purchase and delivery of Cylance products and services      
Improve the performance and optimize the utilization of our products and services    
Provide customer support, and respond to requests, questions and comments      
Marketing, Events and Promotions
Deliver information about our products, services and promotions, including advertising      
Register you for webinars, events and conferences        
Improve the operation of our websites and effectiveness of marketing campaigns        
Administer contests, promotions, surveys and focus groups        
Improve Internal Operations
Analyze your use of our products and services to drive improvements        
Manage our sales and marketing activities, and measure corporate performance        
Fraud Prevention, Security and Compliance
Protect the security and integrity of our products, services and data    
Prevent fraudulent transactions, protect our intellectual property and other assets    
Meet our corporate reporting, compliance and fiduciary obligations      

How do I know that my personal data you maintain about me is safe?

We are committed to protecting the personal data that you provide to us. Our security measures include:

  • Secure authentication methods are required to access your personal data
  • Encryption technology helps to protect personal data
  • Maintain a SOC Type II accreditation for the security of our products and services
  • For payment card information, we use PCI/DSS-compliant payment services provided by trusted third-parties that are contractually obligated to comply with the Payment Card Industry/Data Security Standards.

Despite our taking reasonable security precautions and processes, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect all information we collect and process, we cannot guarantee the security of any information you transmit to or from our Sites, and you do so at your own risk.

Learn more about Cylance’s information security and compliance certifications.

What sub-processors does Cylance use?

Cylance relies upon third-parties to assist in providing our products and services. These third-parties agree to process personal data for specific activities on behalf of Cylance, and in accordance with customer instructions as communicated by Cylance, and the terms of a written contract.

Sub-processor Data Transferred Purpose Location
Amazon Web Services (AWS) Personal data collected from our agent software Provide the service as requested by customer and outlined the written contract Multiple locations (Australia, Brazil, Japan, Germany, and United States)
SalesForce Business contact information and interaction record Provide customer care and customer relationship management  
GainSight Business contact information Measure customer satisfaction United States
ZenDesk Business contact information and support communications Support our customer’s use of our products and services United States

How do I manage my email preferences or stop receiving email from Cylance?

You can update your information, review your communication preferences, or stop receiving further communications from us by following the instructions contained within each communication we send you.

Will Cylance sell my information?

At Cylance our users are not our products. We will not sell, rent or lease your personal data we collect from you.


Products & Services

What personal data does CylancePROTECT collect?

CylancePROTECT Enterprise, and related consumer versions, collects the following personal data:

  • Endpoint Data: Hostname, fully qualified domain name, IP addresses, MAC addresses, last logged in user account name
  • Log Information, including how you used our service, and login activity from administrators

What personal data does CylanceOPTICs collect?

CylanceOPTICS collects the following personal data:

  • Endpoint Configuration Data: Hostname, fully qualified domain name, IP addresses, MAC addresses, registry settings
  • Endpoint Event Data: Process name, start/end datetimes, image path, command line parameters, file hash (MD5), logon activity, removable media insertion events, removable media file copy events, last logged in user account name
  • Endpoint File Artifacts: File path, create / modify / delete datetimes, file hashes (MD5, SHA256), hostname, owner
  • Endpoint Network Activity: Destination IP address, destination port, process name, image path, hostname, DNS cache, ARP cache, visible Wi-Fi access points, Bluetooth devices
  • Log Information, including how you used our service, and login activity from administrators


Cookies and Other Tracking Technologies

What are cookies?

A cookie is a small piece of data that a website asks your browser to store on your computer or mobile device. Cookies allow a website to identify a user's device whenever that user returns to the website and are commonly used to make websites work more efficiently and enrich the user experience, as well as to provide information about your use of the site.

What types of cookies does Cylance use?

Cylance uses the following types of cookies on our websites:

  • Strictly Necessary: These cookies are required for the fundamental operations of our sites, such as load balancing and site security. Disabling these cookie makes the features and service of the site unavailable.
  • Functionality: These cookies are used to recognize you and the preferences you’ve expressed when you return to our Sites, such as delivery the site in your preferred language.
  • Analytics: These cookies allow us to improve our products and services by understanding how you use our sites, and on other sites we publish content on.
  • Advertising: These cookies, and other technologies, allow us to understand your interests, deliver advertising, as well as make advertising more relevant to you, and measure the effectiveness of our ads.

How long do cookies stay on my device?

There are two types of cookies that we may store on your device:

  • Session cookies which exist for brief periods and are automatically deleted when you close your web browser.
  • Persistent cookies which not deleted when you close your browser and expire when a pre-configured time has passed.

What Analytics Services do you use?

Cylance uses analytic services from the following third-party providers on our websites to deliver relevant experiences and marketing messages based on your likely interests.

  • Google Analytics: to collect, analyze and aggregate information so we can evaluate your use our website, products and services so that we may improve the quality and functionality we provide to you. The information collected by Google Analytics will be transmitted to and stored by Google on servers located in the United States.

    Learn more about how this analytics information may be used, and on how to control the use of your information.

  • Adobe Analytics: to anonymously define new visitors, help analyze clickstream data, and track historical activity on the website, such as response to marketing campaigns or the length of the sales cycle.

    Learn more about how to manage your preferences.

What other third-party cookies do you use?

We also use the following third-parties that may set cookies on your device:

Vendor Purpose More Information
Marketo To measure the effectiveness of email marketing campaigns Marketo Privacy Notice
Adroll To display online advertising to users who have visited our site to encourage them to return and learn more about our products and services. Opt-out instructions
CallRail To associate the calls you make to us to targeted email or advertising to measure campaign effectiveness Opt-out instructions provided in CallRail’s Privacy Policy
LinkedIn To gain insight into users who visit our site and to improve targeting, based on LinkedIn profile data LinkedIn Privacy Policy

How can I manage cookies?

Most current browsers allow you to manage cookies stored on our computer. You may choose to reject all cookies, but this may result in our website not being accessible or have degraded functionality.

How does Cylance respond to a Do Not Track(DNT) signal?

Currently, there is no industry agreed upon response to Do Not Track headers, so we do not alter our data collection and use practices in response when these signals are received.


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